> For the complete documentation index, see [llms.txt](https://docs.verifone.com/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.verifone.com/hardware-products/hardware/android-devices/carbon-series/carbon-mobile-5-cms/carbon-mobile-5-cms-installation-guide/troubleshooting.md). # Troubleshooting The troubleshooting guidelines provided in the following section are included to help you install and configure your Verifone Carbon Mobile 5 successfully. Typical examples of malfunction you may encounter while operating your Verifone Carbon Mobile 5 and steps you can take to resolve them are listed in this chapter. If the problem persists even after performing the outlined guidelines or if the problem is not described below, contact your local Verifone representative for assistance. {% hint style="info" %} **NOTE** The Verifone Carbon Mobile 5 comes equipped with tamper-evident labels. The Verifone Carbon Mobile 5 unit contains no user serviceable parts. Do not, under any circumstance, attempt to disassemble the device. Perform only those adjustments or repairs specified in this guide. For all other services, contact your local Verifone service provider. Service conducted by parties other than authorized Verifone representatives may void any warranty. {% endhint %} {% hint style="warning" %} **CAUTION** Before troubleshooting, ensure that the power supply being used to power the device matches the requirements specified at the bottom of the device. (See [Specifications](/hardware-products/hardware/android-devices/carbon-series/carbon-mobile-5-cms/carbon-mobile-5-cms-installation-guide/specifications.md), for detailed power supply specifications.) Obtain the appropriately rated power supply before continuing with troubleshooting. *Avant le dépannage, assurez-vous que l'alimentation électrique utilisée pour alimenter l'appareil correspond aux exigences spécifiées au bas de l'appareil. (Voir Spécifications pour connaître les spécifications détaillées de l'alimentation.) Procurez-vous une alimentation électrique appropriée avant de poursuivre le dépannage.* {% endhint %} ## Device Does Not Start / Does Not Display Correct Readable Information If the device does not start: * Ensure that the device is plugged in to a dedicated power source. * Verify all the cable connections including the proper insertion of the power cable connector. * If the problem persists, reach out to your local Verifone representative for assistance. ## Battery Does Not Charge The Verifone Carbon Mobile 5 battery must initially receive a full charge to ensure proper operation. {% hint style="info" %} **NOTE** * Allow the Verifone Carbon Mobile 5 device to remain connected to the power pack for eight hours to ensure the battery receives a full charge. * Li-Polymer and Li-Ion batteries are not affected by shallow charging. Furthermore, when the device has no external power source or battery the coin cell battery provides power to the security circuit. * Disconnecting and unplugging the device power pack reduce the life of the coin cell battery, which does not recharge and must be replaced if drained. * Conserve battery power by turning the Verifone Carbon Mobile 5 device off when not in use. Do not let the battery charge fall below 10% for extended periods of time as this may permanently diminish the battery capacity. Recharge the battery by attaching USB end of the power pack to the device and plugging the other end of the power pack into a wall outlet. * The Verifone Carbon Mobile 5 device automatically shuts off when the battery reaches the critically low charge state. * Please charge the device once a week even when the device is not in use. {% endhint %} ## Blank Display When the device display is blank: * If the device display appears dark, tap the screen using stylus. If the unit is in screen-saver mode, touch the screen to activate. * If the display does shows incorrect or unreadable information, inspect all cable connections. In case the problem persists, reach out to your local Verifone representative for assistance. ## Transactions Fail to Process Multiple factors could be causing the unit to fail in processing transactions. Utilize the following steps to troubleshoot and identify the root of the failures. ### Checking Magnetic Card Reader To check the magnetic card reader: 1. Perform a transaction using one or more distinct magnetic stripe cards to rule out the possibility of a faulty card. 2. Ensure that you are swiping cards correctly. 3. Process a transaction manually using the keypad instead of the card reader. If the manual transaction is successful and the issue persists with the card reader, it may indicate a problem with the card reader itself. 4. If the problem persists, reach out to your local Verifone representative. ### Checking Smart Card Reader To check the smart card reader: 1. Execute a transaction using various smart cards to eliminate the possibility of a faulty card. 2. Verify that the card is inserted correctly. 3. Ensure the SAM cards are appropriately inserted into the designated slots and are securely in place (refer to [Installing or Replacing SAM Cards](/hardware-products/hardware/android-devices/carbon-series/carbon-mobile-5-cms/carbon-mobile-5-cms-installation-guide/device-setup.md#installing-or-replacing-sam-cards)). 4. If the issue persists, get in touch with your local Verifone representative. ### Checking CTLS Reader To check the CTLS reader: Make sure there are no obstructions between the contactless logo and the card, ensuring a clear path between the contactless reader and the actual card for a seamless transaction. --- # Agent Instructions This documentation is published with GitBook. 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